I have literally never had this bad of a customer service experience…it is completely absurd when a customer service agent decides to lock you out of your account in response to you asking a question.
The story goes as following:
On the 29th of March I’d topped up my revolut account via debit card as I usually do. On the 30th revolut app showed that the amount was received but was still pending.
After a long time of waiting, I went on to contact the customer service through the app. First time, was not a great success (I got a response after almost 2 hours in the “chat”) which I ofcourse missed.
Today I gave it another try and finally got a response after 4, yes FOUR hours from an agent named Josep.
I asked him what the issue was, why the top up was being delayed and the only thing he told me was that I had to send a picture of my face and pictures of some documents.
I was flabbergasted and asked for some more details (why is this required), seeing as only 2 months ago I had topped up my Revolut card without any problems or requiring any of these doucuments. I don’t know if these are new requirements but I wasn’t aware of them and I told Josep.
Eventually asked him if I could cancel my account and get the top up + my existing Revolut credit back. He told me yes and that he would escalate it to the relevant team.
I asked him how long this refund would take, he said it could take potentially weeks.
When I asked if I could talk to the “relevant team” first he told me they were not there. So I asked him to put the cancellation of my account on hold for now. As I would prefer to talk to them first and confirm some things.
After this I asked him if there was any possibility he could refund the top up (which is pending at the moment and still hasn’t been added to my Revolut credit). No response…
A few minutes later I received a notification that my account was put on lock!
What the ?? Everytime I open the app I get a screen that shows I’m locked out of my account.
I cannot access my account and can’t do anything on this screen. Josep, the wise gentleman seems to have worked his customer service magic on my account.
WOW. I hope an actual Revolut agent can help me with this and get me access to my account back.